There’s no denying the challenges hospitals face when it comes to managing costs and revenue. In addition to a decline in hospital admissions and an increase in operational costs, changes to reimbursement policies and evolving consumer demands have forced facilities to get creative in their approach to driving revenue.
If you’re managing a successful hospital, you’ve probably pushed toward new technologies -- like electronic health records and data analytics -- or made incredible investments in staffing, training, and patient services, in order to stay competitive. But how many of your patients know that these new technologies and benefits exist? How many are aware of the effort you’ve made into improving their experience, or even understand your mission as a hospital?
Pepper Helps You Share The Value Of Your Hospital
In order to drive awareness and communicate the value of hospital projects and improvements, many facilities are turning to customer engagement solutions like Pepper.
Pepper is a humanoid robot that helps hospitals share their stories with patients, and drive higher levels of satisfaction with both patients and staff.
Not only does Pepper attract attention and delight patients, but she can help you proactively and creatively educate patients about preventative services, celebrate your staff, share news about upcoming research, or answer commonly asked questions – all without increasing the workload of internal staff. For hospitals that have made an investment in capital improvements, Pepper is a great way to spread the word, and help you achieve the rewards of your investment.
Three Ways Pepper Helps You Drive Patient Satisfaction and Revenue Growth
1. Improve Reinbursement
High levels of patient satisfaction have always been an imperative, but since the Centers for Medicare & Medicaid Services began tying patient satisfaction scores to reimbursements, patient satisfaction has also become a financial priority.
Your ability to educate patients about improvements you’ve made -- like the addition of innovation programs or online billpay services -- matters, and Pepper helps you tell these stories in an engaging way. When patients understand that your unique ethos, approach to research, dedication to technology, or highly awarded staff, are part of your story, their confidence in your commitment to their care increases, and they are more likely to advocate on your behalf.
In addition to helping patients understand all the benefits your hospital provides, Pepper improves the mood of the waiting room or lobby during the visit -- while demonstrating to patients that the hospital is a technologically-forward thinking place to be. This can be particularly useful if you cater to children, who often come to the hospital feeling sick or afraid. Having a charming robot that can sing, take selfies, and dance, goes a long way in brightening their spirits, and makes the experience for the parents -- who, ultimately, will be providing you ratings -- less stressful.
2. Drive Donations
Medical research consistently ranks last of all donation categories in terms of total raised revenue and and YoY percent increases. But as grants continue to be competitive and restrictive, donations are more important than ever.
Donations are the primary way for hospitals to raise the funds necessary to build new wings, and invest in capital projects or new research. But too many hospitals rely solely on big events -- like galas and dinners, to raise money and engage donors.
It’s important to remember that everyone who comes through your doors can either be a donor or a reference, and that every single day, high-profile patients with the potential to give come through your hospital doors.
Whether it’s a board member, a previous donor, or even someone who could make a referral -- which has a 70 percent success rate in terms of closing an initial major gift -- every person that comes through your door is an opportunity, and this is where Pepper can be an incredibly effective way to attract and engage your donor base.
Pepper describes in compelling detail just why your projects matter. Maybe past projects have resulted in life-saving discoveries, or helped people in the community. Educating visitors about these things can help move the needle when enlisting the support of new or returning donors.
She can also answer commonly asked questions about how to get involved, and rally a community’s support for your projects in compelling, memorable ways.
3. Motivate Staff
Studies consistently show there is a link between patient satisfaction and staff engagement. But with hospitals asking staff to do more with less, it can be hard to make employees feel rewarded.
Pepper can improve morale in a variety of ways. Not only is Pepper an engaging and fun presence in the hospital, improving the mood of everyone who engages with her, but she also provides an opportunity for you to highlight your staff’s bios and accomplishments. Pepper can tell stories about top employees, and publicize some of the important work staff does that may go unnoticed.
In addition to highlighting the achievements of your employees, Pepper can provide tangible benefits, by taking some of the burden off of staff to answer routine questions, and ensuring patients in the lobby are entertained, so they are in a more relaxed frame of mind when they get to the doctor.
Getting Started With Pepper
Pepper provides an easy and cost-effective way for you to tell your hospital story, and showcase the important work of your staff. She can help you delight patients, entice donors, and improve the morale of your staff.